Embedded Patient Engagement Specialist (Munster, IN)

The Company

Profound enables community physicians to offer clinical research as a therapeutic option to their patients. We provide all the infrastructure, non-clinical services, and administrative heavy lifting. The physicians practice medicine, we do everything else, and patients get access to the newest therapies available.

Mission, Vision, Values

o   Mission:  Improving Lives by Providing Advanced Therapeutic Options

o   Vision: Creating the Absolute Best Patient-Physician Experience in Clinical Research.

o   Values:

  o Compassion: We value the patient-physician relationship above all else and are committed to a service-oriented  approach to all interactions.

 o Urgency: We work hard and practice selflessness, acting swiftly and decisively to meet the needs of our patients,  partners, and colleagues. 

 o Solution Orientation: We are relentlessly positive, and we communicate directly to efficiently identify and implement effective solutions. 

 o Excellence: We insist on excellence, holding ourselves accountable and empowering each other to deliver best-in-class service while maintaining the highest ethical and scientific standards. 

Profound Ethos

o     Physicians are the Vanguard

o       All Decisions Improve Patient Care

o       Never Compromise Quality 

Why this Role Exists:  

The Embedded Patient Recruitment Specialist should exhibit a platinum level of customer service, acknowledging and greeting patients with a smile, eager to answer questions and exhibiting an unparalleled attention to detail, while maintaining thorough data records.  

The Embedded Patient Recruitment Specialist is involved with all aspects of patient recruitment from initiating advertising, chart screening, through initial patient contact to scheduling for first visits or follow up visits. This position is embedded in a clinical trial site and reports to an offsite manager, Senior Director of Patient Recruitment & Engagement. It is important that this person is able to function as part of a team that is dispersed across the nation, while also building comradery with the research teams at sites in the greater Detroit metro area. 

Responsibilities

-As the first point of engagement with patients, create a customer service experience filled with empathy, compassion, and kindness.

-Available to place outbound recruitment calls to patients interested in participating in clinical research.

-Available to respond to/answer inbound recruitment calls from patients interested in participating in clinical research, within 24-48 hours.

-Accurately complete study pre-screening and screening checklist. Drive enrollment and retention

-Interact with potential clinical trial participants to recruit, assess eligibility criteria, determine patient/subject availability, and coordinate appointments

-Demonstrate knowledge of clinical research protocols including inclusions/exclusions.

-Demonstrate knowledge of effects and side effects of

-Demonstrate knowledge of Good Clinical Practices and FDA regulations.

-Demonstrate knowledge of Profound Research’s Policies and Procedures.

-Obtain and maintain potential outreach targets, by therapeutic area, before study starts

-Drive patient enrollment and retention.

-Maintain proficiency within CTM system: database maintenance, patient scheduling, and patient screening logs.

-Maintain up-to-date data entry across all platforms and databases

-Adept at using third party platforms for reviewing and addressing inbound patient leads (i.e., Trial Partners)

-Communicate with Senior Director of Recruitment & Engagement, Clinical Research Site Managers/Directors, Study Coordinators, and support staff regularly with status reports

-Maintain records of study advertising responses by individual study

-Occasional attendance at community events (screenings, etc.), health fairs or events to promote Profound Research

Requirements

-Telecommunications/call center experience

-Telephone presence and elite customer service etiquette: while performing regular duties, it is regularly required to talk on the phone all

-Comfortable with medical terminology

-Comfortable with basic data input: use of a computer to complete telephone logs and other data entry

-Sales experience

Preferred Qualifications

-Associate degree

Travel Requirements

-Occasional travel may be required in this position (less than 1 week per year)

Physical Requirements

·       Prolonged periods of sitting at a desk and working on a computer, standing and walking.

·       Must be able to lift 25 pounds at times.

·       Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling.

·       Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.

·       Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.

·       The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.